Reservations Consultant With Online Focus

Reservations Consultant With Online Focus

Career Custodians | Cape Town, WC, ZA

Posted 11 days ago

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Reservations Consultants with online focus are responsible for all their own Airbnb channel management, effective communication both internally and externally and must have superior product knowledge of their units listed. They should also have a good understanding of the broader Village & Life portfolioGeneric Competencies:attention to detail and organizational skills; Personal Effectiveness; Written and Verbal communication; Cognition/Thinking; Superior product knowledgeUnique Competencies:Strong time management and ability to prioritize work, analysis of industry trends and developments, have a combined skillset of pro-active working routines on a day to day and re-active problem-solving skillsDUTIES AND RESPONSIBILITIESProduct KnowledgeProperty Knowledge of all their Airbnb listingsPolicies and Procedures on AirbnbSuperior product knowledge is vitalProduct knowledge your responsibility to gain and maintain throughout your employmentMust have a good understanding of the broader Village n Life products.Customer RelationsMaintain a high standard of customer service and excellent communication skillsAdopting a can do attitude with regards to customer enquiriesAssist in investigating and resolving customer complaintsSalesPromote and sell the dedicated Airbnb listings not only via the allocated channel but via all channels possible for optimal revenue generation.Maintain a high level of product and service knowledge.Quotations done accurately and with precisionConfirmation and pro forma invoices processed and issued on time according to procedures and payment schedules or according to the requirements of the channelFollow up and handover of all details pertaining to each reservation to property management and to the relevant operations managerSeek to always maximise revenue sales and occupanciesReservationsAccurately record and process reservations made in the Property management system (Opera)All correspondence to be acknowledged and answered within 24 hoursLiasing with clients and VNL villages- maintain professional and cordial relationsProcess amendments to reservations such as extensions, early departures, etcManage no show reservations by investigation and recording of sameRecord special billing arrangements for reservations in all business segmentsAll reservation details: special requests, arrival times, value adds etc to appear on correspondence accurately and in PMS - properties to be aware of guests special requests to meet and exceed guests expectationsLiaise with Reservations/ Finance & Sales Manager regarding all reservationsMaintain knowledge of special rates/ offers/ promotionsImmediate communication, to front office, of amendments to on the day arrivals.Follow-up on all provisional and confirmed bookings to ensure they are still traveling.Follow-up on any special requests, tourism service bookings and arrival times.Communication of any special / VIP bookings to Reservations Manager and Front Office.Guest complaints and follow up communicated to the Peer-to-Peer Business ManagerReportingGenerating Weekly reports of the relevant brand/property for the business strategy meetingReporting on all reviews captured on an ongoing basis